Spearheaded the development and launch of the Naam: Caller ID & Block app, achieving over 500K downloads and a 4-star Play Store rating by leveraging MongoDB and Elasticsearch for a robust backend. Launched Sarv Wave, a SaaS video conferencing solution, generating 36 crore INR in revenue and conducting over 25K assessments in its first year, with a 20% boost in customer satisfaction and a 10% drop in support tickets. Directed the on-premises deployment of a comprehensive SaaS call center solution for the UP112 emergency response system, integrating 24/7 accessibility, multilingual support, and advanced technology to enhance emergency service efficiency. Ensured high-quality product development using agile methodologies with Jira and Trello. Led a team of developers across multiple locations, including remote workers, achieving project milestones ahead of schedule and reducing costs by effectively integrating freelance talent. Analyzed crashes on Firebase and prioritized bug fixing during sprint planning, achieving a 99% crash-free user experience through data-driven approaches.

Managed a team of 20 executives for Adobe Creative Cloud, improving customer satisfaction by 15% and reducing tickets by 10% within 3 months through effective team management and strategic issue resolution.

Performed in-depth analysis to resolve complex technical issues, achieving a 95% resolution rate through effective collaboration with cross-functional teams.

As a Tier 2 Technical Support Engineer for Microsoft Windows and MS Office, I achieved a 90% first-contact resolution rate and reduced average response time by 20% through expert troubleshooting and problem-solving.